Carphonewarehouse refund

kilby_007

I'm posting this out of desperation really!

In early October I ordered an iPhone from CPW at £619. To cut a long story short, they didn't deliver it to the store when they promised so I cancelled the transaction and went elsewhere.

Except that they didn't cancel the transaction. They still took the money, and they didn't refund me. I've had multiple phonecalls and emails over the past month with them to try and get this money refunded. Eventually after a month they confirmed they were ready to make the refund and asked me to call with my debit card information. Last week £619 was again DEBITED from my account, rather than credited! That means they now owe me £1238!

I've been on the phone to them and they've said now that I "NEED TO PROVE" that they have made the mistake and to go into a local store with bank statements and print outs of emails. As I work away for weeks at a time, this isn't possible.

I am at the end of my tether. I daren't give them any more details over the phone in case they manage to debit my account again.

Any advice please?

Futuristic

Call your bank/credit card provider and issue chargeback.

Social media usually works well, perhaps try tweet to them and send details over DM. https://twitter.com/CPWTweets

grumbler

MSE article: Visa, Mastercard & Amex Chargeback

I think now two chargebacks are needed: non-delivery and unauthorised payment.

kilby_007

Thanks guys.

I've tried social media. They put on a helpful front but when discussing things over DM they appear about as useful as the customer services phone reps I've dealt with. They've asked for proof that they owe me money so I've copied in my bank statements and now they're just ignoring me.

I spoke to my bank about a chargeback and they seemed very helpful. She put me through to another branch but unfortunately they're closed now so I'll try again tomorrow.

kilby_007

So today I phoned my bank again and they've said that they can't initiate a chargeback for the second transaction as it's classed as fraud so they've told me I need to contact the police!!

grumbler

They fobbed you off. They must refund it* without any police involved.
Call again and if they keep giving you runaround take the name of the person doing this and initiate a formal complaint.

*Later, if they get proofs from CPW that you did authorise this transaction, they can take the refunded amount back.

Futuristic

kilby_007 wrote: »

So today I phoned my bank again and they've said that they can't initiate a chargeback for the second transaction as it's classed as fraud so they've told me I need to contact the police!!

Call again, hopefully you get a useful rep. Alternatively if they persist then report it to the police with proof you may have and just get a crime reference number and pass it onto the bank. They should then initiate a CB for second one too.

Topper1900

Call them and ask for the persons full name, once you've got that ask for their manager's name, once you have that then tell them your bank has told you to report it to the police as fraud and you will be supplying the police with both their names as the people who committed the fraud if they can't sort matters out within the hour. Then politely end the call, I'm guessing somebody will soon call you back to confirm the matters been resolved, it would be in my work place!!

Incidentally I'm having problems obtaining a recovery from their sister company Mobiles.

grumbler

Topper1900 wrote: »

...I'm guessing somebody will soon call you back to confirm the matters been resolved, it would be in my work place!!

Knowing our police that can't care less in such cases, I wouldn't hold my breath while waiting for a call.
CPW know this too.

diamonds

Dont call the police, you will drop to the minimum priority, report the second payment as fraud at a police station.

Explain the full issue and crime reference number to Citizens Advice 0345 404 0506 and ask them to report it to your local Trading Standards to investigate a breach of Consumer Rights Act 2015 and the reported fraud.

Topper1900

Assuming you can find a Police Station open, then I assume it'll be hours spent waiting to see a PC and filing in forms? Not forgetting this really is a waste of Police time for all concerned.

Probably better to get CPW's MD's details and email him, as that's looking like the approach I might have to take.